Contact Center Pipeline

Remote Work Topics:
- Operations
- People
- Strategy
- Technology
- Blog Posts

Operations

Where to Call and Contact?

Where to Call and Contact? The New Normal, like WFH, has shaken up contact center site selection strategies. Current Issue Operations Technology Artificial Intelligence Remote Work Operations

Connecting With Remote Colleagues: In Writing

Connecting With Remote Colleagues: In Writing Email has its flaws, so here’s how to make the best of it. Current Issue Strategy Remote Work Operations

Reinventing Workplace Connections

Reinventing Workplace Connections How to nurture friendships in the remote contact center era. Current Issue People Turnover Workplace Environment Technology Remote Work Operations

Guiding Customers on Their Journeys

Guiding Customers on Their Journeys How AI can assist agents assist customers. Current Issue People Technology Artificial Intelligence Remote Work Operations

Recruitment, Attrition, and COVID-19

Recruitment, Attrition, and COVID-19 How Jackson National Life’s contact center responded to the challenges. Current Issue People Hiring Turnover Technology Omnichannel COVID-19 Agent Motivation Remote Work Operations

Surprises and Delights

Surprises and Delights Work from home…15 years in review. People Hiring Remote Work Operations

Back to the Future

Back to the Future Change is the only constant. Technology Omnichannel Remote Work Operations

Moving Forward: What Will 2024 Bring For Contact Centers?

Moving Forward: What Will 2024 Bring For Contact Centers? Our Advisory Board shares timely insights to take into the New Year. Operations Workforce Management Strategy Customer Experience People Turnover Workplace Environment Technology Artificial Intelligence Remote Work Operations

Staffing in the Age of Angst

Staffing in the Age of Angst How to attract and retain high quality agents in this challenging era. Strategy Customer Experience Technology Staffing Artificial Intelligence Remote Work Operations

How Contact Centers Can Have Available Quality Agents - Part 2

How Contact Centers Can Have Available Quality Agents - Part 2 Multiple forces are constraining contact center workforces. Operations Workforce Management People Engagement Remote Work Operations Vendor Roundtable

Hungry for Praise

Hungry for Praise Building a culture of praise and recognition. Strategy Culture People Development Recognition Remote Work Operations

Tuning the CX Engine

Tuning the CX Engine How you train then coach your agents keeps your contact center on the road. People Development Technology Artificial Intelligence Remote Work Operations

Is Work From Home the New Normal?

Is Work From Home the New Normal? COVID-19 sent workers (like agents) home, but will they stay there? Operations People Remote Work Operations

Going Home for Talent

Going Home for Talent Providing remote work is a necessity, not an option. People Hiring Development Technology Artificial Intelligence Remote Work Operations

Understanding GigCX

Understanding GigCX GigCX promises scalable excellent service but how does it work? People Remote Work Operations

Exploring the Future of Work

Exploring the Future of Work Why hybrid/remote including gig working is becoming the new norm. Strategy People Hiring Workplace Environment Remote Work Operations

Transforming the Support CX with Video

Transforming the Support CX with Video How these tools enable effective support from agents at home. Strategy Customer Experience Technology Artificial Intelligence Remote Work Operations

Hearing the Need for Audio Quality

Hearing the Need for Audio Quality Is audio the missing piece in the call center concentrations crisis? People Workplace Environment Technology Remote Work Operations

Key Trends in Agent Productivity

Key Trends in Agent Productivity How contact centers can get on top of critical operations factors. Operations Strategy People Technology Artificial Intelligence Remote Work Operations

It’s Definitely Time to Rethink the Agent Desktop Experience

It’s Definitely Time to Rethink the Agent Desktop Experience Is a complicated desktop hindering your agents? Customer Experience Technology Artificial Intelligence Remote Work Operations

Forrester GenAI Essentials Report 20240418

Upland 20231115

Cloud Racers